• Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled. • Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey. • Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews. • Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers. • Understand our customers’ organizational structure and develop relationships with key business stakeholders. • Understand our customers’ business and link customer goals to compelling solutions to be delivered. • Proactively assist in problem resolution, both internally and externally. • Maintain accurate records, including detailed documentation of customer service actions and discussions. • Escalate issues appropriately to Services, Support, Product, etc. • Develop compelling recommendations with strong close rates for add-on business. • Invest in developing both yourself and others, and contribute to organizational efforts as required.